Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains reporting features that can help administrators and employees manage customer service tasks.
With Desk.com, multiple support channels are combined into a centralized location so that inbound requests are visible in a single place. Channels can include email, phone calls and social media interactions.
Reporting features provide information about customer service activity and track data related to support issues. The system includes a number of built-in reports, as well as an analytics dashboard. Graphs allow for companies to see how many cases have been resolved and to drill down to the number of requests per agent.
Support is offered via email, over the phone and through community forums. Pricing is per user per month.
Verifizierter Rezensent Branche: Computer-Software
I have used desk.com for a while but I was unaware there was a mobile app. I like this app, primarily because of its flexibility dealing with the helpdesk. The interface is very simple, so there is no learning curve I've noticed. It also features push notifications so that you can quickly respond to any incoming ticket. Then her face, like I said is simple, which also can present its problems. I wish you had more advanced features. Though, I must give it credit: it can sort by tags, and much much more than other competitor apps in customer support.
The app has a sleek design, it is easy to use, and there is no learning curve.
The push notifications immediately provide an update to you that an incoming ticket needs a reply.
The assignment and tagging features are integrated and work nicely.
The app seems a bit too simple. I wish it had more administrative side features. The app sometimes double posts if you hit submit too many times.
Anoosha D. Branche: Computer-Software Mitarbeiteranzahl: 13-50 Mitarbeiter
If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money.
Email to Ticket Conversion
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Leaderboard & gamification
Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support.
Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.
Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.
Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.
Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.
I called Desk.com twice during business hours to inquire about maybe using it for our business. Twice I got an answering machine - not even a nice one, just something akin to "nobody's here, leave a message". With nobody to answer my questions, I tried to do it myself by downloading the demo. Because it required me to enter my email address, a rep emailed me a canned form letter the next day asking if I could find the time NEXT WEEK to talk to him. I recognized the form letter from when I had signed up for a demo with Salesforce previously.
I tell the rep that I had concerns about the support given they couldn't even take the time to answer the phone to SELL me the product let alone support it after I'd bought it. To his credit at least when I replied to him with my concerns about the lack of sales effort by Desk, he did send a personalized email in response.
After multiple canned form emails came from Desk, announcing my demo would be discontinued before I'd even had a chance to activate it, my rep followed up with an automated form email of his own (also recognized from previous interaction), which I found irritating given that I'd made clear that this kind of do-nothing automated support was not what we were looking for.
After I replied to the rep calling him on his form email, he lied and said it wasn't automated (remember I'd received the exact email from another rep previously, there was no mistaking it), and then gave me a callous comment that when "I was serious about customer service" I should contact him.
If Desk.com can't even be bothered to pick up the phone, or have a human answer the emails, and then if they have to be bothered, they insult the customers, how can I trust them for my customer service? Should I treat my customers like that too? Certainly I have no faith in Desk support if I were to buy the product, and I'm sorry you have to at least make an effort if you want our business. There are too many good choices out there.
I didn't experience any.
Automated sales and support, no phone number to call to ask questions that gets answered, inattentive reps that send form letters, offensive customer service when you are lucky enough to get any.
Katherine C. Branche: Einzelhandel Mitarbeiteranzahl: 51-200 Mitarbeiter
Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).
The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns.
The program also integrates with LiveChat, however, the execution is cumbersome.
When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information.
Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful.
I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information.
Sasha S. Branche: Einzelhandel Mitarbeiteranzahl: 13-50 Mitarbeiter
Can handle large amounts of incoming, outgoing emails.
Easy to train new employees on it.
Has a lot of customization.
Good Customer service.
Very difficult to set up and figure out the rules.
Does not have newer features such as smileys and GIFs.
The chat box that many other companies have is clunky and not well designed.
Has not had updates, because its being take over and migrated to Salesforce.